How Dutch Banking Customers Use Different Channels, 2011

September 13th, 2011

Benjamin Ensor

With contributors:

Sabine Poltermann , Vanessa Niemeyer, Ph.D. , Myriam Da Costa , Amelia Martland

Summary

The Netherlands continues to be the leader in online banking adoption in Europe. With just 9% of Dutch consumers using branches and 85% using online banking each month, the Web has become the heart of the customer relationship in Holland. We expect that digital channels will gain even more importance: Online banking adoption will continue to grow slowly, mobile banking will truly take off, and branches will continue to specialize in branding and advice. Two themes should dominate the agenda of retail banking eBusiness executives: creating more compelling cross-channel experiences and developing mobile services that exploit the full potential of the channel.

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